DirecTV Customer Service Issues

I am in the process of trying to subscribe to DirecTV. I own receivers that I purchased (not rented), and unfortunately, I am unable to reactivate them for a new service. Each receiver cost me $[redacted], and I have a total of 7 receivers. At my previous residence, I had 12 televisions, but now I am being informed that I can only have 8 TVs connected. Given that I subscribe to the NFL Sunday Ticket and have a dedicated receiver for each TV, I require more than 8. I seek clear guidance as I have encountered conflicting information from various customer service representatives who seem unaware of the company policies. While I am open to using leased equipment, I find the $7 monthly fee per device unaffordable. My self-owned receivers incurred no extra charges, allowing me to manage my setup efficiently. I am eager to continue using DirecTV in the long term, but I may choose an alternative provider if this issue remains unresolved. I appreciate your assistance in finding a solution for this situation.

I recently received my billing statement from March 09 to April 08, [redacted], on March 16, [redacted]. It showed an increase of about $35. As I am enrolled in auto payment, this higher amount was charged to my credit card on March 10th before I had the chance to be informed of the change. If I had known earlier, I would have cancelled the service before the payment was processed. I contacted customer service and spoke with Jada, who switched me back to my previous plan without the increase, but she couldn't refund me the extra charge. She mentioned that I would receive a call within seven days to confirm if the refund could be processed. I agreed to wait, but I am disappointed that it may take up to seven days for the credit to be issued. I believe the refund should be immediate once confirmed. I'm eager to have the overcharged amount credited back to my account promptly. Thank you. Jean-Claude Malterre, Account #[redacted]6.

Dear DirecTV, On September 10, [redacted], we had DirecTV installed at our cabin, replacing DISH satellite. As the Sec/Treasurer of a group of 13 cabin owners, I collect the annual assessments to cover all bills, including the TV service. I requested a paper bill for monthly payments from our group account, but we have not received any bills or communication from DirecTV since the installation. We do not want bills automatically charged to my personal credit card. It's important that each member pays their fair share from the group checkbook. We found an empty box from DirecTV at the cabin, likely for the satellite receiver unit return, but we want to continue the service and settle any outstanding bills from our group account. Our cabin account number is [redacted]7, located at [redacted] Anthony Creek Road, Lenoir, NC [redacted]. My billing address is William B. Cash, [redacted] Double Eagle Drive, Nebo, NC [redacted]. Please reach out to me at [redacted] to discuss payment options. Additionally, I have a personal DirecTV account with account number [redacted]77. We appreciate your assistance in keeping DirecTV and enabling group billing with a paper statement or instructions for using our group checking account. Thank you for your help. Sincerely, William B. Cash

I am supposed to receive a credit for new updated equipment that I qualified for at no cost. Rueben from your Dallas, Texas office called on Friday, March 15, [redacted], and assured me the credit would be applied. He stopped the auto withdrawal for the March 18 payment. If the credit does not show up by March 19, [redacted], he advised me to contact customer service. I request promptly applying the credit today.

I have been attempting for over a week to have a technician visit my home to set up my boxes, but my appointments keep getting canceled without my knowledge. Despite scheduling visits for multiple days, nobody has shown up. When I call, they input the wrong number, causing further delays. I am frustrated as I have to pay people to be at my house for these missed appointments. I want my boxes shipped to me to avoid more rescheduling and costs incurred. I feel like I am being scammed as I haven't received any updates or responses. It's important to me that a technician actually shows up and does the job properly. As a new customer, I feel undervalued and taken advantage of. I need answers and a resolution soon.

I am disappointed that Directv has also stopped streaming local channels in Lima, Ohio. It was already frustrating to not have them on TV, and now the streaming option is gone too. I understand it's due to contract negotiations, but I wish there was still a way to access them. I recommended Directv to my parents as a more affordable option compared to Spectrum, and now they enjoy watching the local channels. After helping them set up the streaming, we were suddenly blocked from using the NBC app. I also got the bundled deal with Directv and AT&T, including the Velocity for wireless, which turned out to be slow. Trying to use two devices to improve the signal upstairs was a failed attempt. I am paying for services that are not working, and now local channels are inaccessible. My dad and I are both disappointed by this situation. I hope to receive an email update on when the local channels will be restored and if there is any reimbursement for the services we cannot use. I may need to address the issue with AT&T regarding the Volicties, even though they were part of the package deal with Directv.

We bundled our TV, phone, and internet services back in July [redacted]. We recently received a past due bill for equipment amounting to $79.78. The installer mentioned providing us with a box to return the equipment, but we have yet to receive it. After speaking with a representative who assured us a box would be sent immediately, it has been nearly a week and we still have not received it. We were warned by Sequium Asset Solutions, LLC in Marietta, GA [redacted] that a negative credit report could be issued if the bill is not paid within 30 days, dated 3/05/19. We believe we are not at fault for the non-payment as we have not been given the necessary equipment return box. According to the representative, it should have taken 5 days to a week for the box to arrive. We hope for a prompt response as the deadline is approaching quickly. Jerry L Y. Acct#: [redacted] [redacted] W Michigan St Greenfield, IN [redacted] We kindly request your urgent attention to this matter. Thank you.

In the past four days, I've spent a total of 16 hours on hold, constantly getting hung up on or transferred to various departments, having to explain my situation repeatedly. This frustrating saga began when I realized that my service address with DirecTV was still listed as my old address despite living in my current house for a year and a half. What should have been a simple fix turned into a series of mishaps. They insisted on sending a technician, resulting in my service being abruptly shut off for the appointment. Today, after a grueling 3 hours on the phone, not only was my service not restored, but I was informed that the first technician appointment was canceled, and a second technician needed to be scheduled. To my dismay, the second technician hasn't even been scheduled due to lack of availability. This is just a glimpse of the many errors DirecTV has made in handling my account.

Hello, I have been trying to return your equipment for nearly 5 months now. Every time I try to return it, I am told I will receive something, yet nothing arrives. When I attempted to return the equipment at a FedEx location, they could not locate me. Despite contacting customer service, the issue remains unresolved. I was even informed that the matter would be fixed, but I have not received the return box as promised. To my dismay, the situation has now been escalated to collections. I am concerned about the impact on my credit score due to your failure to address this matter promptly. I have noticed similar complaints in various reviews, and I urge you to resolve this issue promptly. If action is not taken soon, I will escalate this matter to the BBB. This level of difficulty in returning equipment is simply unacceptable. Let's work together to resolve this matter without further delay.

I have paid all my fees and bills totaling about $[redacted]. However, I was charged an additional $[redacted] by Direct TV for the equipment. I returned the equipment on 03/02/19 at the UPS store, keeping my receipt. Today, on 03/28/19, I discovered I still have an outstanding balance of $[redacted].00. Despite two prior calls to confirm everything was settled, I was informed that only 3 out of the 5 equipment parts were credited. I request that my account be cleared to a zero balance promptly and closed, as I have switched to another cable provider. I fulfilled all requirements on my end, and it seems unfair for me to still have this balance in collections.

I was affected by Hurricane Florence and on October 1st, I suspended my DirecTV service due to being unable to live in my home. I have a bundled service with CenturyLink and receive a bill from them. Unfortunately, amidst the chaos of rebuilding, I forgot to extend the suspension. I was then charged for services I didn't use. Despite contacting CenturyLink and being redirected to DirecTV, I was informed they couldn't refund the two months I paid. After reaching out to multiple representatives, I sent a letter to the President's office, but haven't received a response in three weeks. I find it unprofessional that the President didn’t reply as promised. While $[redacted] may not be significant to DirecTV, it is to me. As a loyal customer, I expected better service. My account number is #[redacted]. I hope for a prompt reply. Regards, L. Ferraris.

I was promised a call back from two different supervisors on two different occasions today. However, I have not received any calls. I have made 10 calls today without any results. If I do not get a resolution today, I will be canceling my service with you immediately.

I have been a DirecTV customer for over ten years. On December 21, [redacted], I upgraded the DirecTV equipment installed at my house to an HS-17 and four C61K mini clients. Since the installation, there have been signal interruptions on all C61K devices. DirecTV technicians replaced the HS-17 with an HR-54 unit on January 7, [redacted], but the signal still periodically freezes on the C61K units. Keisha from DirecTV's Loyalty Department informed me that DirecTV Engineering discovered a problem with the C61K units causing these issues. She enrolled me in an email program to keep me updated on the progress. I have attached documents detailing the signal problems I've experienced, with [redacted] instances of freezing. I would appreciate any updates on when this issue will be resolved. Warm regards, R. Walker

In January, I contacted DirecTV to cancel my service. The agent offered me a deal, but the promised price never appeared on my bill. I've been trying to resolve this for over three months with the unhelpful customer service. I wrote a letter to the company and threatened media involvement and legal action if not addressed. The Office of the President responded promising someone would get in touch in 1 to 2 business days, but I have not received any calls since March 7th. I have been trying to reach Latrice Keith, Sr. Manager at the Office of the President daily, but she never seems to be available and does not return my calls. All I want is the initially promised deal fulfilled. Your assistance is greatly appreciated.

I have been a Direct TV customer for a while and encountered billing issues before that were not resolved. Despite paying a past due balance a couple of weeks ago, I received an email threatening to cut off my service today, April 2, [redacted]. I would have paid the full amount if I could at that time. Feeling frustrated with the threat of service disconnection, I informed the representative that I will not continue with Direct TV if my service is indeed terminated today. I expressed my refusal to return the equipment or pay for it if they decide to bill me for it. I believe that being a long-time customer should count for something, but the treatment I received with billing concerns today was unsatisfactory. I have always paid my bills, albeit sometimes late, but I refuse to be pressured this way. If Direct TV decides to proceed with the disconnection, I will return the equipment but will not pay for it. I am a dissatisfied customer and do not appreciate the lack of consideration and respect in handling my concerns. Herman H.

After spending an exhausting 1 hour and 42 minutes on the phone with customer support, I am frustrated that my WiFi remains unable to connect to my TV for on-demand movies and Netflix. Despite the modem being recently replaced due to the same issue persisting, I have encountered numerous problems with your service over the past year. The unfulfilled promises of improvements through updates are becoming tiresome. I am at the point of considering canceling all services with your company due to these false assurances. The suggestion of a $99 service call fee for an issue caused by improper technician setup is disappointing. I would appreciate a call on my number at [redacted] to discuss this matter further and hopefully find a resolution.

On January 31, we called to suspend our service while we were in Florida until March 30. After speaking with a customer service representative, we were reassured the suspension would be in place. When we called to restart the service on March 30, we were informed that the service was never suspended, resulting in two months of charges. Despite following the instructions given during our snowbirding, DirectTV claimed they could not fix the error. We had no issues doing this in [redacted] but are disappointed by the current situation. As long-time customers, we hope this issue can be resolved; otherwise, we may consider switching providers. - JS

I contacted DTV in March [redacted] because my 4K TV wasn't compatible with my Genie Mini box. A technician tried to fix it but had to replace the Genie Mini. The new box wasn't linked to my account, and I asked a supervisor to resolve the issue on March 23, [redacted]. They assured me that I wouldn't be charged $99 for the incorrect box, but it still appeared on my bill. After talking to Joe in the Technical Department on March 30, [redacted], he promised the charge would be removed in 3-5 business days, but it hasn't been corrected by April 5, [redacted]. When I followed up today, Jake couldn't find any notes on my account and said I'd have to wait another 3-5 days. This delay is frustrating as it could lead me to consider switching to another provider to avoid paying for equipment I don't use.

Subject: Billing Issue After Canceling Direct TV Dear Direct TV, Two weeks ago, we canceled our Direct TV service due to our move. I distinctly recall being informed that we were paid in advance for a month, hence there would be no April bill. Surprisingly, we have now received a bill for April. While we have been content with the service provided by Direct TV thus far, the process of canceling due to relocation has been quite challenging. Regrettably, this experience has left us hesitant to engage with Direct TV again in the future. We kindly request an immediate refund of the $91.50 charged to our checking account on April 4. Thank you, Bob Z.

I subscribed to the MLB package to watch the Pittsburgh Pirates games from Huntersville, North Carolina. However, I keep experiencing blackout restrictions when they play against teams like the Cincinnati Reds, Braves, Orioles, and Nationals, even though there's no local network airing the games. This blackout affects 19 games each year against the Reds alone, making it frustrating to miss out. Unfortunately, the customer service representatives have not been helpful, and attempts to escalate the issue to a supervisor have been unsuccessful. The chat feature on the website is also ineffective, and there is no option to email them directly. Overall, this experience has been disappointing, and I am seeking a resolution to this ongoing problem.